EAGLE

What does the Eagle model represent?

• It is the Emporio Armani client experience service model. It is intended to be applied consistently in all EA stores on a global level in order to provide the client with the highest standards of luxury and convey the Armani DNA.

• It is the logo of Emporio Armani.

• It is the Emporio Armani Client profile model, in order to map and define all the different types of client you might meet.

EAGLE is an acronym for:

• EXPERIENCE; ACKNOWLEDGE; GIVE; LEARN; ENLIST

• EMPOWER; ACKNOWLEDGE; GIVE; LISTEN; ENGAGE

• ENGAGE; ACKNOWLEDGE; GIVE; LISTEN; EMPOWER

• ENGAGE; ATTITUDE; GIVE; LEARN; EMPOWER

According to Albert Mehrabian, interpersonal communication (physical and not digital) consists of three elements: which one of the below elements is the most relevant?

• Words (40%)

• Body language (55%)

• Tone of voice (55%)

• Grooming (45%)

What is the least reccomended theme to be used in order to break the ice?

• Food

• Personal questions

• Store

• Politics

What are the most relevant aspects that define the "Engage" moment?

• Welcome the client; Ask what they are looking for; Be natural

• Great and smile; introduce the collection; Be as forml as possible.

• Welcome the client, great and smile; Break the ice and introduce the brand; Engage with the client in a natural and personalised way

How can you "understand" the client?

• From a behavioral point of view: by observing how the client moves around, how the client speaks, if keeps distance from you or not, if smiles or is rather serious, etc.

• By asking questions. The only way to understand a client is by listening.

• By the way is dressed; by the way he/she looks you can have a first impression.

What does the graphic in the picture represent?

• The Wholebrain model developed by Ned Hermann, that break down the main thinking styles and purchases preferences of clients into 4 quadrants.

• The Woodgrain model developed by Den Hermann, that break down the main thinking styles and purchases preferences of clients into 4 quadrants.

• The Woolgrain model, which is intented to work and increase the store's KPI.

What are the main characteristics of a "Blue" profile?

• He/ she is a rule follower. Very organized, and detail oriented.

• Blue quadrant thinker loves the facts. He/she wants you to get straight to the point. His/her brain is more prone to logic and analytics and he/she enjoys anything that can be quantified.

• He/she is loosened, expressive, smiling, friendly. They like to hear stories. Very much people oriented.

How would you adapt to a "Red" profile while interacting with him/her?

• Being loosened, expressive, friendly and smiling. Let touch, feel and experience the product. Storytelling and personal touch.

• Being stiff and serious. Unemotional, synthetic and straight to the point, telling facts and numbers.

• Being very detailed, giving specific informations, presenting the product in sequential order, being clear and structured.

What are the 3 steps to be taken in consideration in order to effectively "acknowledge" the client?

• Understand the client needs; Discover the client; Adapt to client

• Keep a nice attitude; understand the reason behind; handle the objection

• Understand the client expectations; know your product; engage through the storytelling